Solutions Manager

What you will do

• Deliver superior customer service while diagnosing and resolving client application, data and connectivity issues in accordance with the internal policies, providing clear and concise documentation
• Provide coordination and clear communication via phone, email and on Salesforce case or other client support activities to both internal and external customers
• Organize, investigate, and resolve assigned work in a timely and effective manner
• Coordinate biweekly meetings with customers who have transitioned from Implementation to Support to review best practices and offer support as needed
• Interface/communicate with other departments to ensure product maintenance utilizing established procedures
• Support application functionality and remains current on release updates and product knowledge
• Document support calls/cases and resolution for future reference and reporting
• Adhere to established procedures of documenting cases
• Review monthly KPIs to track and improve customers performance
• Engage with end users to develop workflow and maximize ROI value
• Document software/product bugs for development staff
• Provide additional customer support